A&W Canada — Restaurant in Toronto

To Whom It May Concern, A&W Customer Service

I am writing to formally express my disappointment and concern following a deeply upsetting experience at one of your A&W locations.

I was genuinely excited to visit A&W after a long time. I was craving a Mama Burger and anticipated a positive experience. Upon arrival, I presented a coupon and told the cashier I wanted to order a Teen Burger and a Papa Burger in addition to the coupon item.

The cashier explained that I had to pay for the coupon item separately. Although I found this unusual and questioned why I needed to make multiple transactions—especially considering potential additional transaction fees—I agreed. Despite this, the cashier continued to talk over me. I politely asked if I could just proceed with payment, but his demeanor became increasingly agitated and argumentative.

At this point, I simply wanted to complete my order, but the situation escalated. The cashier became confrontational and made a disparaging comment implying I did not understand English. Alarmed by his behavior, I began recording for my safety.

Another employee stepped in and told the cashier to go to the back. However, the cashier remained visible and began yelling aggressively, suggesting he wanted to fight. He then turned his hostile behavior toward my 16-year-old son, making direct eye contact and threatening body language.

The situation worsened when the aggressive cashier attempted to come forward, only to be physically held back by another staff member wearing a turban. This employee had to restrain him and take him away from the scene.

Due to the chaos, aggression, and unprofessional conduct displayed, I asked for a refund and left without completing my order. My son and I were left shaken and deeply disturbed by what was supposed to be a simple visit for food.

I’ve never encountered such unacceptable and threatening behavior in a customer service setting. This experience has made it clear that staff at this location lack proper training in customer relations and conflict management. I no longer feel comfortable or safe dining at A&W and will not be returning.

I hope this matter is taken seriously and appropriate steps are taken to ensure no other customers endure what we went...

(Update on 01/17/2025)

A male staff who handled order taking and meal prep is super nice!

Onion rings is great, as always.

Good thing they all wear caps and even the other 2 male staffs (seems they just started their shift) worn beard nets which I don't see quite often at other fast food resturants. I couldn't see clearly if the lady who works in the kitchen wear hairnet or not but she got her hair tight. As other viewers, we, as a customer, would feel much 'confortable' if they able to wear gloves before they prep any food, even though we understand (hopefully) they probably follow the sanitize guideline by washing the head ahead. I watched most staff, hopefully not all, work in the kitchens @ other A&W locations doesn't wear gloves, too.

I really wish to give full '5 star' but will see how A&W handle that 'glove' scenario...in one day.

Great location, right at the intersection of the streets.

Partial cheese curds of Poutine I ordered is completely cold. No wonder why the order is ready in less than 30 seconds from the time I placed an order in front of the counter. Taste is acceptable, though.

Cleanliness is alright around the area the time I went after 4pm during weeknights.

Washroom is divided into 'PAPA' and 'MAMA' rooms. You need to ask the front desk for the key code(s) to...

Never again. They don't wash hands (or do any sanitary measures) after taking orders at the register.

Eating at a restaurant where hand washing is not the norm, especially if they're both at the register and making food.... you're risking getting people sick.

I came in on Monday, March 13, 2022, around 11:30am and ordered 2x Momma burgers. When I complained, they apologized but no replacement or refund offered. I was told they can't wear gloves (melting) but no explanation for the no hand wash.

It's a shame because I had always thought this fast food restaurant was set apart from the ones in the area.

Eglinton and Danforth often have people in poverty and substance abuse issues out front. In the past, I found the food prep and sanitation to be top notch. Perhaps new management or a shift away from good food handling.

$12.00 I won't get back, told them to give it to one of the people in need that always come in, especially since I wasn't getting a refund.

I would have happily taken a replacement BTW, just with washed hands.

I will not be going back. I will be advising others to do the same. It's a shame to see a good restaurant go...